Feedback and Complaints

At Two Rivers Vets, we always endeavour to provide a high standard of care for our clients, and for every pet, horse and farm animal that we treat.  We value comments about what we do, and continually aim to improve the level of service we offer. 

If you are concerned about our treatment of your animal, or have a complaint about a member of our team, we would like to know what went wrong and what we can do to put it right for you.  We are always happy to receive client feedback, and investigate all complaints fully. 

Complaints Procedure

For minor issues and in the first instance, please speak to the member of staff involved with your animal’s care, or to one of our Practice Managers – Jacqui Warwick in Biggar or Sarah Milne in Peebles.  Many concerns can be resolved by bringing them to our attention at the time.

If you still have still have concerns after talking with us, or if your complaint is more serious or about a particular member of our team, we ask that you contact the practice in writing.  Your communication should be addressed to Fiona Black (Practice Administrator) or to Trevor Black (Practice Owner).

Two Rivers Veterinary Practice                         Two Rivers Veterinary Practice
157 High Street                                                     2 Rowan Court
Biggar                                                                   Cavalry Park
S Lanarkshire                                                        Peebles
ML12 6DL                                                              EH45 9BU

Email:  reception@tworiversvets.co.uk

Please contact us within two weeks of a problem occurring, including as much detail as possible, so that we are able to investigate fully.  You can expect to receive an acknowledgement of your communication within two working days, and a written response within four weeks.

If after written communication you are not satisfied that your complaint has been resolved, and feel that the matter should be taken further, you may contact: 

Royal College of Veterinary Surgeons
Belgravia House
62-64 Horseferry Road
LONDON
SW1P 2AF

Website: https://www.rcvs.org.uk/animal-owners/concerns-about-veterinary-care

The Royal College of Veterinary Surgeons is our governing body and seeks to maintain high standards of professional conduct for Veterinary Surgeons and Registered Veterinary Nurses. When the RCVS receives a complaint, it identifies areas of concern and gives advice. It may recommend an independent mediation service, the Veterinary Client Mediation Service (VCMS).

Some complaints are referred to the full Preliminary Investigation Committee, and on rare occasions may be passed to the Disciplinary Committee for a formal and public hearing.  The RCVS can remove a Veterinary Surgeon or RVN from the relevant register, meaning that they are no longer allowed to practice.